How to capture a useful screenshot without exposing sensitive information
A screenshot can show Zerolimit Consulting the exact error, application, and timing of a problem. It can also accidentally expose customer records, private messages, passwords, recovery codes, financial information, or unrelated browser tabs. Follow this process before attaching an image to a ticket.
Prepare the screen
- Close or minimize unrelated applications and browser tabs.
- Hide password managers, authentication apps, banking pages, private chat windows, and confidential documents.
- Make the error visible, including the application name and enough surrounding context to understand where it occurred.
- If the page contains sensitive information, capture only the relevant window or selected area instead of the full desktop.
Never capture or submit a password, MFA code, recovery code, API key, private key, full payment-card number, Social Security number, protected health information, or another person's confidential record. If Zerolimit needs sensitive information, we will provide an approved secure handoff method.
Windows
Use Snipping Tool or the keyboard shortcut Windows logo key + Shift + S. Choose a rectangular area or a specific window. Review the image before saving it. Windows also supports Alt + Print Screen to copy the active window on many keyboards. Microsoft documents the current Snipping Tool controls and shortcuts in its support guidance.
macOS
Press Shift + Command + 4 to select an area, or Shift + Command + 4, then press the Space bar to capture a window. Shift + Command + 5 opens the Screenshot app with capture options. Review the saved image before attaching it. Apple documents these shortcuts and where screenshots are stored.
Mobile devices
Phone and tablet screenshot controls vary by model. Before taking one, close notifications or messages that may appear over the error. Crop only the relevant area using the device's built-in editor. Do not install an unapproved screenshot application.
Add context in the ticket
A screenshot alone is rarely enough. Include:
- What you were trying to do
- The exact time the error occurred
- The application, website, or device involved
- Whether the issue happens every time or intermittently
- Whether other users are affected
- What happened immediately before the error
If the image contains a username or customer name that is necessary for troubleshooting, mention that in the ticket and avoid including unrelated records.
If you cannot safely capture the screen
Write the exact error message, take note of any error number, and describe where it appeared. For a security incident, stop interacting with the suspicious message or window and open a Security Incident or Suspicious Activity ticket from another trusted device when possible. Do not click through warnings merely to obtain a clearer screenshot.
References
- Microsoft: Use Snipping Tool to capture screenshots, https://support.microsoft.com/windows/open-snipping-tool-and-take-a-screenshot-a35ac9ff-4a58-24c9-3253-f12bac9f9d44
- Apple: Take a screenshot on your Mac, https://support.apple.com/102646